Missing Insights? Voice Data Health And The Contact Center

Posted by Alissa Pagels-Minor on Oct 11, 2019 1:50:58 PM

Data drives insights, and insights drive business. If your company has a contact center, it’s likely that standard KPIs  like agent performance and call times are metrics being tracked. These KPIs help managers improve agent performance, customer experience, and operations costs. But for most enterprises, the data insights stop there.

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Topics: call center, agent monitoring, Call Center Analytics, call analytics, call recording, contact center, customer analytics, Automated Insights, BI Tools

5 Benefits of Using a Business Intelligence Tool: Turn your Voice Data into Opportunities

Posted by Alissa Pagels-Minor on Aug 14, 2019 3:39:23 PM

Why use a BI tool? Because big data is everywhere. Whether they realize it or not, every department including, sales, marketing and customer support is collecting data on a daily basis. VoiceBase helps businesses gain a better understanding of their customer’s wants, needs, and concerns by automatically transcribing, analyzing and predicting events within customer data using AI-powered speech analytics.

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Topics: big data, speech analytics, call analytics, Automated Insights, Tableau, BI Tools

How to Spot bad CX in Your Contact center

Posted by Alissa Pagels-Minor on Aug 1, 2019 4:03:00 PM

Speech Analytics tools can be used to evaluate all of the calls going in and out of a call center for important customer experience (CX) insights. If you’ve ever called a 1-800 number, you probably know how a great experience during that call can affect your opinion of the brand and whether you will continue doing business with them. Better CX is proven to be linked to overall profit, so modern organizations look for ways to track and optimize CX across the entire enterprise. Research shows that increasing customer retention by a mere 5% can result in a profit gain of 25%-95%!

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Topics: voice of the customer, customer service, call analytics, contact center, customer analytics, Tableau

Predictive Insights: How Deep Learning Neural Networks Can Deliver Better Call Monitoring Insights

Posted by Natalie Chilton on Jul 19, 2017 8:10:00 AM

 

Dive Deep Into Neural Networks & Machine Learning 

Neural networks have gone in and out of style in neurology and computer science since the 1940s.

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Topics: predictive analytics, machine learning, deep learning, Call Center Analytics, call analytics

How Cloud and Speech Technology are Changing Call Center Analytics for the Better

Posted by Natalie Chilton on May 22, 2017 12:57:16 PM

 

Transforming Call Center Analytics

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Topics: call center, Call Center Analytics, call analytics

What is Big Voice?

AI-powered speech analytics for the cloud

VoiceBase is defining the future of deep learning and communications by providing unparalleled access to spoken information for businesses to make better decisions. With flexible APIs developers and enterprises build scalable solutions with VoiceBase by embedding speech-to-text, speech analytics, and predictive analytics capabilities into any big voice application. 

 

 

The Modern Speech Analytics Playbook

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